Service Delivery Manager Modern Workplace


Arcade is one of the fastest-growing Digital Transformation companies with its roots and headquarters in the increasingly more vibrant digital scene of Brugge. We guide our customers through their digital journeys from defining their digital strategy to implementing and supporting their businesscritical applications leveraging state-of-theart and innovative technologies. 

 Arcade is proud member of A Collective, The Prime Digital Collective. A Collective is a select group of knowledge center companies, all with expertise in different domains.  

 We are looking for a strong “Service Delivery Manager Modern Workplace” to lead and flourish the operations of the Modern Workplace Business Unit.  

What success looks like in this role:

P&L Management 

  • Has engagement level services profitability responsibility and manages services delivery for multiple engagements.
  • Manages financials and operational metrics for multiple and/or large complex engagements.
  • Ensures that the organization’s strategy is consistent with Arcade strategy. 
  • Achieves profitable revenue growth through the successful implementation of the business strategy.
  • Responsible for managing a P&L up to 1M in services value.

 Project Management and Service Delivery 

  • Manages the delivery and implementation of services within planned timelines, budget, margins, SLAs, KPIs and quality specifications.
  • Consistently delivers high value, “client-ready” work with minimal supervision.
  • Applies business process methodologies to client business problems. Combines the knowledge of business process methodologies with a deep knowledge of their domain and/or solution to sell, design and deliver a full range of solutions. 
  • Leads and/or supports the implementation of change management, business process redesign or information planning.
  • Consistently achieves or exceeds engagement revenue, margin, service level objectives and quality targets.
  • Effectively manages engagement risks, identifying and promptly notifying senior management of the potential impact of such risks and alternative approaches to mitigating them.

 Client Relationship Management 

  • Builds ‘client for life’ relationships. Interfaces with the client’s technical executives to understand their business challenges and recommend innovative integrated business solutions.
  • Participates in new business opportunities and add-on opportunities that result in profitable revenue growth within the client.
  • Manages the performance of internal and external service providers in order to ensure the implementation of deliverables and resulting client satisfaction. Interfaces with sub-contractors.
  • May write accurate and effective statements of work so that both the client and Arcade staff understands the project expectations and roles. May create change orders when additional work is required is outside the original contracted scope and/or services proposal. 

 People Management 

  • Manages and leads a span of 15 associates (direct or matrixed), including their training, development, performance and career path. 
  • Advocates and models a strong focus on performance management, development, career growth, engagement, and diversity within the practice.
  • Attracts and appropriately motivates professionals to achieve or exceed growth, productivity and profitability targets.
  • Works with recruiting to maintain a pipeline of outside experienced professionals. 
  • Provides appropriate mentoring, feedback, training and development opportunities to help individuals within the practice reach their full potential.

 Business and Industry Skills 

  • Advanced in one or more domains. Demonstrates marketable expertise in at least two market segments and/or functional/technical areas of specialization.
  • Has used knowledge to build own image and reputation. Stays current with information management/technology industry, competitor and vendor strategies, technologies and offerings. Conveys an executive presence, a high level of professionalism and a focused commitment to excellence. 
  • Forecasts, plans, implements and reviews financial and people resources in order to meet defined business requirements in line with company strategic plans, targets and objectives. Defines intermediate goals and contingencies.
  • Communicates in an open, candid, clear, complete and consistent manner. Listens well and gives full attention when others are speaking. Demonstrates maturity, self-confidence and self-control in formal and informal interactions.
  • Understands the meaning and implications of key financial indicators. Analyzes, integrates and utilizes financial data to accurately diagnose business realities, to identify issues and to develop strategies and plans.
  • Maintains absolute integrity while balancing the potentially conflicting objectives of exceeding client expectations for quality and value, appropriately developing professionals within his/her practice, and achieving Arcade financial objectives.
  • Utilizes a collaborative working style that stresses teamwork and places the best interests of Arcade over individual and team objectives. 

You will be successful in this role if you have:

University degree or equivalent education and experience 

Average 5-10 years of professional service experience managing a service delivery team 

Experience in Document Management, automation processes and sales applications

Relevant industry certifications preferable 

Active participation in professional communities, forums and social media 

Prior experience in managing a P&L up to 1M in services value 

Experience in managing a team of 15 associates (direct or matrixed) 

Customer centricity is your second nature 


Our core technologies are Microsoft SharePoint Online, Microsoft Power Platform and Microsoft Dynamics 365 for Sales.









Teambuilding Arcade oktober 2020
  • An extremely challenging job in  a technological work environment
  • An environment where you can make personal impact
  • You are important for the development of Arcade
  • A career plan with growth opportunities
  • An attractive salary
  • Company car with fuel card
  • Extra legal benefits: meal vouchers & hospitalization insurance
  • Team incentives
Ready for the challenge? Send your CV and motivation to